Lead Customer Service Assistant

PPG

Lead Customer Service Assistant overseeing a team of representatives managing customer inquiries and orders. Providing guidance and escalation support while ensuring service quality.

Posted 5/16/2026full-timeAvon • Massachusetts • 🇺🇸 United StatesSenior💰 $50,000 - $60,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee up to 3 direct reports
Be the day-to-day lead for customer service representatives
Escalate issues for complex or unresolved customer inquiries
Mentor less experienced team members on customer service techniques
Monitor workflow and service demands
Identify trends, recurring issues, and opportunities for process improvements
Promote consistency, accuracy, and quality in customer interactions
Help with onboarding and knowledge transfer for new team members
Help hire decisions and performance feedback

Requirements

What you’ll need

2+ years of customer service management experience
Prior experience as a senior or lead-level Customer Service Representative
QAD knowledge is helpful
Only U.S. Citizens, Green Card holders, and political asylees or refuges are eligible to apply.

Benefits

Comp & perks

Health
Dental
Life
Retirement Plan
Paid Vacation and Holidays
Employee Assistance Program (EAP)
Disability/Leave
Family Leave
Other Voluntary benefit offerings

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service managementcustomer service techniquesworkflow monitoringprocess improvementonboardingknowledge transferperformance feedback

Soft Skills

leadershipmentoringcommunicationproblem-solvingteam collaboration